Liliana Rivas
Houston
Summary
Talented Analyst with 4 years of industry experience. Highly skilled at handling all types of issues successfully. Known for effective problem-solving and goal-oriented planning.
Overview
14
14
years of professional experience
Work History
Partner Contact Management Analyst
Constellation Energy
05.2022 - Current
- Achieved successful customer outcomes by identifying and addressing their unique needs and goals.
- Collaborated with a diverse team of professionals to develop innovative solutions for complex issues.
- Streamlined internal processes, fostering improved efficiency and productivity within the firm.
- Identified trends and patterns in large datasets, leading to actionable insights for business growth.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
- Assisted in decision-making processes by presenting accurate, data-driven recommendations to leadership.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Identified and resolved problems through root cause analysis and research.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Mentored team members for career advancement, fostering a pipeline of future leaders within the organization.
Partner Contact Management Associate
Constellation an Exelon Company
12.2018 - 05.2022
- Achieved successful customer outcomes by identifying and addressing their unique needs and goals.
- Streamlined internal processes, fostering improved efficiency and productivity.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Identified critical defects through rigorous testing, resulting in a more stable product release.
- Conducted root cause analysis on recurring defects, implementing preventative measures to reduce future occurrences.
- Mentored team members, fostering growth and enhancing team performance.
- Optimized system performance by conducting regular audits and resolving identified issues.
- Developed custom solutions for clients, tailoring technical specifications to meet unique needs.
- Streamlined email production processes by developing standardized templates and reusable code snippets.
Admin, CSR, Lead
NTECH Solutions Inc (Constellation)
12.2016 - 12.2018
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Improved employee productivity with effective time management strategies for daily tasks.
- Facilitated cross-departmental collaboration, resulting in increased efficiency and timely project completion.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer interactions.
- Conducted thorough research to provide accurate information to customers regarding product specifications or usage guidelines.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Lodging Operations Associate
Expedia, Inc.
05.2015 - 08.2016
- Inbound calls from hotel partners in Latin America.
- Collaborated with cross-functional teams to achieve project goals and meet deadlines.
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
- Implemented quality control measures, reducing errors and enhancing overall product quality.
- Maintained accurate records using various software systems, ensuring data integrity and regulatory compliance.
- Resolved customer issues promptly and professionally, maintaining high satisfaction rates while minimizing escalations.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Streamlined response time for incoming emails through efficient organization and prioritization of tasks.
- Oversaw daily operations, addressing any issues promptly to minimize disruptions to guest services.
- Optimized room inventory management, maximizing occupancy rates while minimizing overbooking incidents.
Customer Care Representative
Experian
10.2012 - 03.2015
- Reviewing credit reports and credit scores to interpret information to customers for better understanding of credit information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Managed high call volume with exceptional professionalism and efficiency.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Streamlined workflow with automation techniques, reducing manual input time and minimizing potential for human error.
- Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
Receptionist
Michael Raymond Hair Salon
02.2011 - 02.2012
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Improved appointment scheduling system, reducing wait times,and increasing client satisfaction.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Increased accuracy in payment processing through meticulous attention to detail and thorough data entry.
Hostess/Curbside
Picasso's Pizza & Grill
09.2009 - 02.2011
- Receiving orders for delivery and pick up through inbound calls.
- High call volume on weekends and lunch rush.
- Handling sensitive information. (Processing payments)
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Managed reservations efficiently to accommodate walk-in guests and reduce wait times.
- Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Contributed to team success through effective communication and cooperation with coworkers and management.
- Developed rapport with regular patrons, fostering a sense of community within the establishment.
- Collaborated with team members to ensure seamless communication and coordination of curbside and delivery orders.
- Enhanced customer satisfaction by providing efficient and accurate curbside and delivery orders.
Education
High School Diploma -
Lakeview Centennial High School
Garland, TX05.2008
Skills
- Account Management
- Business Development
- Team building
- Data analysis
- Documentation and Reporting
- Issue Identification
- Analytical Thinking
Languages
Spanish
Timeline
Partner Contact Management Analyst
Constellation Energy
05.2022 - Current
Partner Contact Management Associate
Constellation an Exelon Company
12.2018 - 05.2022
Admin, CSR, Lead
NTECH Solutions Inc (Constellation)
12.2016 - 12.2018
Lodging Operations Associate
Expedia, Inc.
05.2015 - 08.2016
Customer Care Representative
Experian
10.2012 - 03.2015
Receptionist
Michael Raymond Hair Salon
02.2011 - 02.2012
Hostess/Curbside
Picasso's Pizza & Grill
09.2009 - 02.2011
High School Diploma -
Lakeview Centennial High School